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Moet-Hennessey Team Lead Customer Service H/F in France

Team Lead Customer Service H/F

  • Société : Fenty

  • Pays/Région: France

  • Secteur d'activités : Mode & Maroquinerie

  • Type de contrat : Emploi à durée indéterminée

  • Métier : Marketing

  • Expérience requise : Minimum 10 ans

  • Référence : FEN00008

  • Date de publication : 15.11.2019

Poste

FENTY is looking for an exceptional and experienced Team Lead Customer.

Position Responsibilities (in liaison with his or her manager) :Client service team :- Manage,engage, energize and involve advisors teams to deliver customer service excellence on a day to day basis- Develop advisors knowledge through consistent brand and product trainings, sharing of best practices- Ensure on-going and real time information sharing between the brand and the Customer Service Center and anticipate impacts of the updates (product launches, country roll out (adding information, language updates, etc.))- Establish relevant standardized answers (phone scripts, emails, chat bot)- Manage agent requests (RUN) and support problem solving within the organization.- Design and propose emergency plans when relevant in coordination with his/her managers

IT infrastructure (Salesforce) :- Manage and prioritize evolution requests- Coordinate resolution of bug fixes- Manage information back-ups

Performance monitoring :- KPI's tracking- Budget tracking and optimization- Quality performance monitoring through sessions d'ecoute

Ensure GDPR compliancies

Profil
  • Graduate with a master in business or engineering or relevant field, with at least a 3 years experience.

  • A previous experience related to the customer service field or sales is a requirement... in a digital environment is a plus

  • Strong analytical background and understanding of data analysis,excellent organizational and leadership skills

  • You are a specialist in Excel.

  • Good business mindset, common sense and responsiveness.

  • Your sense of customer service and your taste for teamwork are your main assets.

  • Outstanding communication and interpersonal abilities

  • Team player, agile, humble

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